Recently, several merchants reported that they were identified by the Amazon system and their accounts were restricted because they contacted customers to delete or modify negative reviews. Although the accounts were finally restored after appeals, this also leaves us to think: How should we deal with negative reviews from customers?
For the Amazon platform, as long as you are selling, negative reviews are basically inevitable. It is normal for a listing to have negative reviews. If it receives a large number of five-star reviews but no negative reviews at all, it looks unreal.
But we all know that negative reviews are the independent variable that has the greatest impact on the sales of listings. Of course, there are also greater impacts, that is, the next series of negative reviews. If a listing receives negative reviews, the sales will drop significantly at the least, and in more serious cases, the sales will be aborted. If a series of negative reviews are generated, it will basically be a disaster.
After understanding the impact that bad reviews may cause, we should think about how to minimize the negative impact of bad reviews. Generally speaking, we suggest that we start from the following aspects to solve the problem:
1. Take precautions and make efforts to avoid bad reviews.
To reduce bad reviews, it is necessary to control product quality. Only when the product quality is good enough, the probability of receiving bad reviews will be reduced. The product quality here also includes instructions and specific guidance. If a product has complex functions, the instructions and specific guidance of the merchant must be clear and easy to understand and master. Otherwise, it may also suffer from bad reviews left by customers because they don’t know how to use it.
In addition to understanding the product quality, in order to avoid bad reviews, we must also ensure that we are aware of the situation in our operations and not rush forward too aggressively. A listing with few reviews that quickly rushes to the top of the BSR ranking with a relatively unfamiliar face is very likely to be attacked by competitors, and this attack is usually aggressive, which will also waste the accumulated influence built in the early stage. Therefore, it is necessary to rush forward, but we must be more restrained and cautious, step by step, and make steady progress.
2. Contact customers.
After receiving a bad review, if possible, find the customer, try to establish contact with the customer, apologize to the customer and provide a solution, strive to obtain the customer’s forgiveness, and then there is a chance to delete the bad review or change it to a five-star good review. However, in the process of contact, we must pay attention to the grasp of language expression, and we cannot use inducement and exchange methods to let customers change their reviews. Otherwise, it is easy to be recognized by the system, and the situation of account restriction caused by changing bad reviews at the beginning of the article may occur.
3. Contact online customer service.
If there is a bug in the review, if the review does not meet the requirements of the platform, we can prove it, contact Amazon customer service, explain it to Amazon customer service reasonably, and strive to get the support and help of Amazon customer service to help delete the bad review.
Fourth, moderately increase the review.
If there is a safe and stable method, or if you have your own fan group, you can moderately increase the review for your listing, and even reserve some orders that have been purchased but not commented on, in order to solve the sudden bad reviews. But in terms of increasing reviews, you must master two points:
1. The method is safe
2. The proportion is appropriate. If you can’t do this, then just don’t increase it. Receiving bad reviews will only cause a decrease in sales. If the sales of a product are reduced, it’s a big deal to create a product again, but what we see more is that the account is killed because of the review. Remind everyone, safety is the priority.
Five, quickly reduce prices.
Price reduction is a magic weapon to fight bad reviews. Negative reviews will affect sales, but the impact of negative reviews usually has a lag effect of two or three days, that is, the negative reviews received today will not be released until two days later, so everyone can use these few days to reduce the negative impact with price factors. Low prices can generate higher conversion rates and a large number of orders, and higher conversion rates, a large number of orders and higher rankings can all increase the weight of the listing. This increase in weight can dilute the reduction in the weight of the listing caused by negative reviews. With one increase and one decrease, both sides are balanced, and the impact of negative reviews will be resolved to a certain extent.
Sixth, find an intermediary to step on it.
The negative reviews are coming, and they can’t be suppressed for the time being. What should I do? You can find some service providers to step on this kind of negative reviews that are very eye-catching on the homepage, Report Abuse. If you step on it too much, maybe the negative reviews will be deleted by the system software. Even if you don’t delete it, it’s OK to step on it so that it sinks to the bottom and can’t be seen.